Tiêu chuẩn iso 16439 2014

INTERNATIONAL
STANDARD

ISO
16439
First edition
2014-04-15

Information and documentation —
Methods and procedures for assessing
the impact of libraries
Information et documentation — Méthodes et procédures pour
évaluer l’impact des bibliothèques

Reference number
ISO 16439:2014(E)
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ISO 16439:2014(E)


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ISO 16439:2014(E)


Contents

Page

Foreword...........................................................................................................................................................................................................................................v

Introduction................................................................................................................................................................................................................................. vi
1Scope.................................................................................................................................................................................................................................. 1

2
3
4

5

6

7

8

9

10

Normative references....................................................................................................................................................................................... 1
Terms and definitions...................................................................................................................................................................................... 1

Definition and description of library impact........................................................................................................................13
4.1
General......................................................................................................................................................................................................... 13
4.2
Definition of library impact........................................................................................................................................................ 13
4.3
Aspects of library impact............................................................................................................................................................. 13
4.4
Effects of library impact................................................................................................................................................................ 14
4.5
Impact planning................................................................................................................................................................................... 17
4.6
Challenges in assessing impact............................................................................................................................................... 18
4.7
Implementation of impact assessment projects...................................................................................................... 19
4.8
Use of impact assessment results......................................................................................................................................... 20
Methods for assessing library impact..........................................................................................................................................21
5.1
General......................................................................................................................................................................................................... 21
5.2
Inferred evidence................................................................................................................................................................................ 21
5.3
Solicited evidence............................................................................................................................................................................... 21
5.4
Observed evidence............................................................................................................................................................................. 22
5.5
Combined methods........................................................................................................................................................................... 22
5.6

Quantitative and qualitative data.......................................................................................................................................... 23
Inferred evidence..............................................................................................................................................................................................24
6.1
General......................................................................................................................................................................................................... 24
6.2
Statistics...................................................................................................................................................................................................... 24
6.3
Library performance indicators............................................................................................................................................. 25
6.4
Data from user satisfaction surveys................................................................................................................................... 27
Solicited evidence..............................................................................................................................................................................................28
7.1
General......................................................................................................................................................................................................... 28
7.2
Impact surveys...................................................................................................................................................................................... 28
7.3
Interviews and focus groups..................................................................................................................................................... 37
7.4
Self-assessment of users............................................................................................................................................................... 42
7.5
Collecting anecdotal evidence................................................................................................................................................. 44
Observed evidence...........................................................................................................................................................................................46
8.1
General......................................................................................................................................................................................................... 46
8.2
Observation.............................................................................................................................................................................................. 47
8.3
Log analysis.............................................................................................................................................................................................. 48
8.4Self-recording......................................................................................................................................................................................... 48
8.5

Citation analysis................................................................................................................................................................................... 49
8.6
Testing the impact on knowledge and skills................................................................................................................ 49
Combining methods for assessing library impact...........................................................................................................53
9.1
Combining qualitative and quantitative data............................................................................................................. 53
9.2
Examples of combining methods to show library impact............................................................................... 54
9.3
Advantages and disadvantages of combining methods for impact assessment........................... 57
Assessing the economic value of libraries...............................................................................................................................57
10.1 General......................................................................................................................................................................................................... 57
10.2 Calculating the value of library benefits to users.................................................................................................... 58
10.3 Cost-benefit analysis........................................................................................................................................................................ 62
10.4 Economic impact analysis........................................................................................................................................................... 63

Annex A (informative) Examples of impact surveys...........................................................................................................................65
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iii

ISO 16439:2014(E)

Annex B (informative) Choosing a method..................................................................................................................................................71

Annex C (informative) Library impact assessment within broader institutional and
organisational assessment......................................................................................................................................................................75
Bibliography.............................................................................................................................................................................................................................. 80

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ISO 16439:2014(E)


Foreword

ISO (the International Organization for Standardization) is a worldwide federation of national standards
bodies (ISO member bodies). The work of preparing International Standards is normally carried out
through ISO technical committees. Each member body interested in a subject for which a technical
committee has been established has the right to be represented on that committee. International
organizations, governmental and non-governmental, in liaison with ISO, also take part in the work.
ISO collaborates closely with the International Electrotechnical Commission (IEC) on all matters of
electrotechnical standardization.

The procedures used to develop this document and those intended for its further maintenance are
described in the ISO/IEC Directives, Part 1. In particular the different approval criteria needed for the
different types of ISO documents should be noted. This document was drafted in accordance with the
editorial rules of the ISO/IEC Directives, Part 2 (see www.iso.org/directives).

Attention is drawn to the possibility that some of the elements of this document may be the subject of
patent rights. ISO shall not be held responsible for identifying any or all such patent rights. Details of any
patent rights identified during the development of the document will be in the Introduction and/or on
the ISO list of patent declarations received (see www.iso.org/patents).
Any trade name used in this document is information given for the convenience of users and does not
constitute an endorsement.

For an explanation on the meaning of ISO specific terms and expressions related to conformity
assessment, as well as information about ISO’s adherence to the WTO principles in the Technical Barriers
to Trade (TBT) see the following URL: Foreword - Supplementary information

The committee responsible for this document is ISO/TC 46, Information and documentation, Subcommittee
SC 8, Quality — Statistics and performance evaluation.

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v


ISO 16439:2014(E)


Introduction
This International Standard provides guidance to the library community on methods for assessing the
impact and value of libraries. It was developed in response to worldwide demand for specifications of
library impact assessment.

There are many different types of libraries, with different tasks and populations, having a range of
unique characteristics (structure, funding, governance, etc.), and affected by a number of situational
factors. Since there is such a wide variation around the world, it is important to understand that not all
methods described in this International Standard are useful to all libraries.

Annex A of this International Standard gives examples of impact surveys. Annex B recommends a choice
of methods for different purposes. Annex C describes the case that library impact is assessed within
broader institutional and organisational assessment.

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The methods described in this International Standard do not reflect all possible methods or evaluation
techniques, but are those seen to be most heavily used and that have proved most effective for assessing
library impact. This International Standard is not intended to exclude the use of assessment methods
not specified in it.


INTERNATIONAL STANDARD

ISO 16439:2014(E)

Information and documentation — Methods and
procedures for assessing the impact of libraries
1Scope
This International Standard defines terms for impact assessment of libraries and specifies methods for
such assessment
— for the purpose of strategic planning and internal quality management of libraries;

— to facilitate comparison of library impact over time and between libraries of similar type and
mission;
— to support political decisions on levels of service and strategic goals for libraries.

This International Standard considers the impact of libraries on individuals, institutions and society.
It is applicable to all types of libraries in all countries. However, not all methods described in this
International Standard apply to all libraries. Limitations on the applicability of individual methods are
specified in the descriptions.

2 Normative references

The following documents, in whole or in part, are normatively referenced in this document and are
indispensable for its application. For dated references, only the edition cited applies. For undated
references, the latest edition of the referenced document (including any amendments) applies.
ISO 2789:2013, Information and documentation — International library statistics

3 Terms and definitions

For the purposes of this document, the following terms and definitions apply.

3.1
academic library
library whose primary function is to cover the information needs of learning and research

Note 1 to entry: This includes libraries of institutions of higher education and general research libraries.

[SOURCE: ISO 2789:2013, definition 2.1.1]

3.2

access
ability of reaching and using a service or facility
3.3
accessibility
ease of reaching and using a service or facility
[SOURCE: ISO 11620:—, definition 3.2]

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— to promote the libraries’ role and value for learning and research, education and culture, social and
economic life;


ISO 16439:2014(E)

3.4
active user
registered user who has visited or made use of library facilities or services during the reporting period

Note 1 to entry: This may include the use of electronic library services, if it is possible to identify electronic use
and virtual visits of the individual user, or if data can be assessed with the help of surveys.

[SOURCE: ISO 2789:2013, definition 2.2.3]

3.5
anecdotal evidence
evidence based on anecdotes or stories, obtained informally from personal observations and experiences,
not collected systematically nor empirically tested

3.6
availability
degree to which content, documents, facilities or services are actually provided by the library at the
time required by users
[SOURCE: ISO 11620:—, definition 3.6]

3.7
benefit
helpful or good effect, or something intended to help

3.8
consumer surplus
amount of money by which consumers value a product or service above its purchase price

3.9
contingent valuation
method for assessing the economic value of non-profit institutions and projects of public utility
depending on potential users’ responses to survey questions, such as what they are willing to pay for a
benefit or feature (willingness-to-pay), or what they would accept as financial compensation if a certain

benefit or feature was missing (willingness-to-accept)
Note 1 to entry: The method is used in environmental protection and health care, for example.

3.10
cost-benefit analysis
process that assesses the relation between the cost of an undertaking and the monetary value of the
resulting benefits
3.11
critical incident technique
CIT
research approach designed to draw out the most memorable aspects of an event or experience
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Note 1 to entry: Critical incident technique can be used in individual interviews, focus group interviews or surveys.

3.12
cultural economics
branch of economics that studies the relation of culture to economic outcomes and explores cultural
phenomena as economic factors
3.13
data mining
computational process that identifies patterns by analysing quantitative data from different perspectives
and dimensions, categorizing it, and summarizing potential relationships and impacts
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ISO 16439:2014(E)

3.14
digitization
process of converting analogue materials into digital form

Note 1 to entry: Digitization for document supply from the library collection to a user or institution is excluded
Note 2 to entry: Digitization for preservation purposes is included.
Note 3 to entry: Mass digitization is included.

Note 4 to entry: Purchase of electronic copies for replacing print copies is excluded.

[SOURCE: ISO 2789:2013, definition 2.3.15]

3.15
document
recorded information or material object, which can be treated as a unit in a documentation process
Note 1 to entry: Documents can differ in form and characteristics.

[SOURCE: ISO 5127:2001, definition 1.2.02]

3.16
economic impact

effect of a policy, institution, programme, or event on the economy of a given area

Note 1 to entry: Economic impact is usually measured in terms of changes in economic growth (output or value
added) and associated changes in jobs (employment) and income (wages).

3.17
effectiveness
measure of the degree to which given objectives are achieved

Note 1 to entry: An activity is effective if it maximizes the results it was established to produce.

[SOURCE: ISO 11620:—, definition 3.15]

3.18
efficiency
measure of the utilization of resources to realize a given objective

Note 1 to entry: An activity is efficient if it minimizes the use of resources, or produces better performance with
the same resources.

[SOURCE: ISO 11620:—, definition 3.16]

3.19
electronic collection
all resources in electronic form in the library collection, whether born digital or digitized

Note  1  to entry:  The electronic collection includes databases, electronic serials, and digital documents. Free
Internet resources which have been catalogued by the library in its online catalogue or a database should be
counted separately.

Note 2 to entry: The resources can be networked, installed on stand-alone workstations or stored on physical
carriers.

[SOURCE: ISO 2789:2013, definition 2.3.21]

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ISO 16439:2014(E)

3.20
electronic service
library service delivered via electronic means, whether from local servers or provided via networks

Note  1  to entry:  Electronic library services include the online catalogue, the library website, the electronic
collection, electronic document delivery (mediated), electronic reference service, user training by electronic
means, services for mobile devices, services for interactive use (including services on social networks), and
Internet access offered via the library.

Note 2 to entry: This does not include booking physical services (e.g. rooms or library tours) by electronic means.

[SOURCE: ISO 2789:2013, definition 2.2.8]

3.21
evaluation
process of estimating the effectiveness, efficiency, utility and relevance of a service or facility
[SOURCE: ISO 11620:—, definition 3.19]

3.22
event
pre-arranged activity with cultural, educational, social, political, scholarly, or other intent, e.g.
exhibitions, author visits, literary discussions, workshops, etc.

Note  1  to entry:  Only events arranged by the library on its own or in partnership with other institutions are
included, whether inside or outside the library premises. Events inside the library premises organized by
institutions outside the library without the library’s cooperation are excluded.
Note 2 to entry: User training lessons and library tours are excluded.

Note 3 to entry: Ongoing programmes are included. Each session of a programme is counted as one event.
Note 4 to entry: Virtual events are included.

[SOURCE: ISO 2789:2013, definition 2.2.9]

3.23
focus group interview
focus group discussion
group interview in the form of a moderated discussion among a small number of selected individuals on
topics introduced by the moderator
3.24

goal
desired state of affairs to be achieved by the implementation of agreed policies
[SOURCE: ISO 11620:—, definition 3.24]

3.25
impact
difference or change in an individual or group resulting from the contact with library services
Note 1 to entry: The change can be tangible or intangible.

3.26
information literacy
the ability to recognize a need for information and to identify, retrieve, evaluate, and use information
effectively

Note  1  to entry:  Literacy in the sense of being able to read and write with a minimal level of proficiency is
fundamental for information literacy.
Note 2 to entry: This includes the skills for using information technology to access and retrieve information.
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ISO 16439:2014(E)

3.27
informational question
directional and/or administrative inquiry delivered to library staff

Note 1 to entry: This includes e.g. questions for locating staff or facilities, questions regarding opening times and
registering procedures and questions about handling equipment such as printers or computer terminals.

Note 2 to entry: The question can be delivered personally or by means of telephone, regular mail, fax or electronic
media (via email, the library website or other networked communication mechanisms).

[SOURCE: ISO 2789:2013, definition 2.2.13]

3.28
input
contribution of resources in support of a library (e.g. funding, staff, collections, space, equipment)

3.29
Internet access
Internet connection by a user from a workstation owned by the library or from a user’s private computer
in the library via the library’s network

Note 1 to entry: Internet accesses can only be counted if users have registered or authenticated themselves when
accessing the Internet.
Note 2 to entry: Internet access via a user’s private computer (e.g. laptop or hand-held) via the library’s wireless
network inside the library should be counted and reported separately.

[SOURCE: ISO 2789:2013, definition 2.2.17]

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3.30
interview
oral questioning technique which results in a transfer of information from the interviewee to an
interviewer or researcher

Note 1 to entry: This technique obtains direct reactions to questions, in contrast to written questionnaires or
self-assessment (self-recording).
Note 2 to entry: Interviews can be subdivided according to the number of interviewees into one-to-one interviews
and group interviews.
Note 3 to entry: Interviews can be structured, semi-structured or unstructured.

Note 4 to entry: Where semi-structured or unstructured interviews are used with a group of respondents, these
are usually described as focus groups or group discussions.

3.31
library
organization, or part of an organization, the main aim of which is to facilitate the use of such information
resources, services and facilities as are required to meet the informational, research, educational,
cultural or recreational needs of its users

Note 1 to entry: The supply of the required information resources can be accomplished by building and maintaining
a collection and/or by organizing access to information resources.

Note 2 to entry: These are the basic requirements for a library and do not exclude any additional resources and
services incidental to its main purpose.

[SOURCE: ISO 2789:2013, definition 2.1.6]

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ISO 16439:2014(E)

3.32
library collection
all documents provided by a library for its users

Note 1 to entry: Comprises information resources held locally and remote resources for which access rights have
been acquired.
Note  2  to entry:  Access rights can be acquired by the library itself, by a consortium and/or through external
funding.

Note 3 to entry: Acquisition is to be understood as deliberately selecting a document, securing access rights and
including it in the online catalogue or other databases of the library. Interlibrary lending and document delivery
are excluded.

Note 4 to entry: Does not include links to Internet resources for which the library has not secured access rights
by legal agreements (e.g. legal deposit right), license or other contractual and/or cooperative agreement. Free
Internet resources which have been catalogued by the library in its online catalogue or a database should be
counted separately.
Note 5 to entry: Documents in institutional repositories are not included, but should be counted separately, if the
library is involved in collecting the items and/or operating the repository.

[SOURCE: ISO 2789:2013, definition 2.3.28]

3.33
library of an institution of higher education
library whose primary function is to serve students, academic and professional staff in universities and
other institutions of education at the third (tertiary) level and above
Note 1 to entry: It may also serve the general public.
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[SOURCE: ISO 2789:2013, definition 2.1.7]

3.34
library website
unique domain on the Internet consisting of a collection of web pages that is published by a library to
provide access to the library’s services and resources
Note 1 to entry: The pages of a website are usually interconnected by the use of hypertext links.

Note 2 to entry: Excludes documents that fit the definitions of electronic collection and free Internet resources
that may be linked from the library website.

Note 3 to entry: Excludes web services in the library’s domain that are operated on behalf of other organizations.

[SOURCE: ISO 2789:2013, definition 2.2.18]

3.35
longitudinal study
two or more surveys, in which the same or a similar survey instrument is administered more than once
to the same population, after a suitable time period has elapsed, to measure changes in patterns of
usage, perceptions, attitudes, etc.
3.36
mission
statement approved by the authorities formulating the organization’s goals and its choices in services
and products development
[SOURCE: ISO 11620:—, definition 3.33]

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ISO 16439:2014(E)

3.37

national library
library that is responsible for acquiring and conserving copies of all relevant documents in the country
in which the library is located; it may function as a legal deposit library

Note 1 to entry: A national library will also normally perform some or all of the following functions: produce
the national bibliography, hold and keep up to date a large and representative collection of foreign literature
including documents about the country; act as a national bibliographic information centre; compile union
catalogues; supervise the administration of other libraries and/or promote collaboration; coordinate a research
and development service, etc.
Note 2 to entry: The definition of “national library” allows for more than one national library in a country.

[SOURCE: ISO 2789:2013, definition 2.1.9]

3.38
nominal group interview
group interview without group interaction where each group member writes down answers to the
moderator’s questions which are then discussed and prioritized one by one by the group

3.39
non-user
person belonging to a specific library’s population to be served but not using that library’s physical
and/or electronic services
Note 1 to entry: The definition includes former users of the library.

3.40
objective
specific target for an activity to be attained as a contribution to achieving the goal of an organization
[SOURCE: ISO 11620:—, definition 3.34]

3.41

observation
method of data collection in which the situation of interest is watched and the relevant facts, actions and
behaviours are recorded
Note 1 to entry: There can be rating scales that the researcher would use when observing the behaviour.
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3.42
open access
unrestricted access to information, documents or information services

Note 1 to entry: In a narrower sense, this means that informationcontent is made freely available via the Internet.

[SOURCE: ISO 5127:2001, definition 5.2.11, modified – Note 1 has been added.]

3.43
opening hours
hours in a normal week when the main physical services of the library (e.g. reference and loan services,
reading rooms) are available to users
[SOURCE: ISO 2789:2013, definition 2.4.7]

3.44
outcome
direct, pre-defined effect of the output related to goals and objectives of the library’s planning (e.g.
number of users, user satisfaction levels)
Note 1 to entry: This includes outcomes that concern the library’s institution or community.
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3.45
output
products of library processes (e.g. number of titles catalogued, number of loans, number of reference
questions answered)

3.46
performance
effectiveness of the provision of services by the library and the efficiency of the allocation and use of
resources in providing services
[SOURCE: ISO 11620:—, definition 3.36]

3.47
performance indicator
numerical, symbolic or verbal expression, derived from library statistics and data used to characterize
the performance of a library
[SOURCE: ISO 11620:—, definition 3.37]

3.48
population to be served
number of individuals for whom the library is set up to provide its services and materials

Note 1 to entry: For public libraries, this will normally be the population of the legal service area (authority); for

libraries of an institution of higher education, this will normally be the total of academic and professional staff
plus students.

[SOURCE: ISO 2789:2013, definition 2.2.25]

3.49
potential user
person belonging to a library’s population to be served

Note 1 to entry: This definition includes both users and non-users of the library’s services.

3.50
process
set of interrelated or interacting activities which transforms inputs into outputs (e.g. cataloguing,
lending, reference service)
3.51
public library
general library that is open to the public and that serves the whole population of a local or regional
community and is usually financed, in whole or in part, from public funds

Note 1 to entry: A public library is defined as open to the public, even if its services are primarily intended for
a special part of the population to be served, such as children, visually impaired persons, or hospital patients.
Its basic services are free of charge or available for a subsidized fee. This definition includes services provided
to schools by a public library organization and services provided to public libraries in a region by a regional
organization.

[SOURCE: ISO 2789:2013, definition 2.1.10]

3.52
qualitative data

data describing, but not measuring the attributes or properties of an object, in particular the reasons
for human actions
Note 1 to entry: The attributes can be categorized into classes that may be assigned numeric values.

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ISO 16439:2014(E)



ISO 16439:2014(E)

3.53
quality
degree to which a set of inherent characteristics fulfils requirements

Note 1 to entry: The term “quality” can be used with adjectives such as poor, good or excellent.

Note 2 to entry: “Inherent”, as opposed to “assigned”, means existing in something, especially as a permanent
characteristic.

[SOURCE: ISO 9000:2005, definition 3.1.1]

3.54
quantitative data
data in numerical form expressing a certain quantity, amount or range, amenable to statistical
manipulation

Note 1 to entry: Quantitative data are usually expressed in measurement units, e.g. number of loans, percentage
of interviewees visiting the library.

3.55
questionnaire
a set of questions for a survey or a structured or semi-structured interview

Note 1 to entry: The questions may be closed (answerable by checking one of several predetermined answers) or
open (requiring participants to answer in their own words).

3.56
reference question
information contact that involves the knowledge or use of one or more information sources (such as
printed and non-printed materials, machine-readable databases, the library’s own and other institutions’
catalogues) by library staff
Note 1 to entry: May also involve recommendations, interpretation, or instruction in the use of such sources.
Note 2 to entry: One reference question may address several issues.

Note 3 to entry: The question can be delivered personally or by means of telephone, regular mail, fax or electronic

media (via email, the library website or other networked communications mechanisms).
Note  4  to entry:  It is essential that libraries do not include informational (directional and administrative)
questions, e.g. for locating staff or facilities, regarding opening times or about handling equipment such as
printers or computer terminals.

[SOURCE: ISO 2789:2013, definition 2.2.26]

3.57
reference service
provision of information and assistance, in response to requests, by an information and documentation
organization
[SOURCE: ISO 5127:2001, definition 5.5.06]

3.58
registered user
person or organization registered with a library in order to use its collection and/or services within or
away from the library
Note 1 to entry: Users may be registered upon their request or automatically when enrolling in the institution.

Note 2 to entry: The registration should be monitored at regular intervals, minimum every 3 years, so that inactive
users can be removed from the register.

[SOURCE: ISO 2789:2013, definition 2.2.28]
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9


3.59
reliability
degree to which a measure repeatedly and consistently produces the same result
[SOURCE: ISO 11620:—, definition 3.44]

3.60
return on investment
ROI
relationship between the total economic benefit of the library and the total resources invested in the
library

Note 1 to entry: Return on investment is usually calculated for the fiscal year, dividing the estimated economic
benefit by the total expenditure on the library.
Note 2 to entry: ROI can be calculated for the whole library, or for a specific library service.

3.61
school library
library attached to all types of schools below the third (tertiary) level of education whose primary
function is to serve the pupils and teachers of such a school
Note 1 to entry: A school library may also serve the general public.

Note 2 to entry: This includes libraries and resource collections in all educational institutions below the third
level, which may be described as “Colleges”, “Colleges of Further Education”, “Vocational Institutes”, etc.

[SOURCE: ISO 2789:2013, definition 2.1.11]

3.62
self-assessment
process of critically reviewing the quality of one’s own skills, knowledge, or confidence

Note 1 to entry: The reviewing is normally done through a paper-based or online questionnaire where some or all
of the questions require respondents to rate themselves on a scale.

3.63
self-recording
users’ record of their behaviour and/or attitudes in information seeking and information use over a
period of time, usually in the form of a diary
Note 1 to entry: The record can be used for identifying library impact.

Note 2 to entry: The diary can be structured, giving a guideline to what should be observed, or unstructured,
leaving the choice of subjects to the writer.

3.64
social impact
influence of a library’s existence and services on the population in the surrounding community or on
society in general
3.65
social return on investment
SROI
method for measuring extra-financial value (i.e. environmental and social value not currently reflected
in conventional financial accounts)

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ISO 16439:2014(E)



ISO 16439:2014(E)

3.66
special library
independent library covering one discipline or particular field of knowledge or a special regional interest

Note  1  to  entry:  The term special library includes libraries primarily serving a specific category of users, or
primarily devoted to a specific form of document, or libraries sponsored by an organization to serve its own
work-related objectives.

[SOURCE: ISO 2789:2013, definition 2.1.12 modified; note 2 to entry has been deleted]

3.67
survey
method of data collection using written questionnaires for gathering information from the whole or a
sample of a defined population
Note 1 to entry: The survey can be conducted face to face, via handouts, telephone, email, or Internet.

3.68
target population
groups of actual and potential users appropriate to an individual library as the object of a specific service
or as the primary users of specific materials
[SOURCE: ISO 11620:—, definition 3.47]

3.69
target population with special needs
part of a library’s population to be served with needs that require special library services

Note 1 to entry: The special needs can be caused by physical and health impairment, economic disadvantages (e.g.
long-term unemployment), cultural differences (e.g. non-native speakers, new arrivals), educational background,
or other needs that require special library services.
Note 2 to entry: Children, young people and seniors without additional needs are not included.
Note 3 to entry: A library may have more than one target population with special needs.
Note 4 to entry: An individual may belong to more than one such target population.

[SOURCE: ISO 2789:2013, definition 2.2.35]
3.70
user
recipient of library services
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Note 1 to entry: The recipient may be a person or an institution, including libraries.

Note 2 to entry: Library services include electronic services, physical services and visiting the library premises.

[SOURCE: ISO 2789:2013, definition 2.2.36]

3.71
user place
place provided for users for reading or studying, whether with or without seating or equipment

Note  1  to entry:  Includes places in carrels, in seminar and study rooms, and in the audiovisual and children’s
departments of the library, and informal seating in lounges, group areas, etc.

Note 2 to entry: Excludes places in halls, lecture and auditory theatres intended for audiences of special events.
Also excludes floor space and cushions on which users may sit.

[SOURCE: ISO 2789:2013, definition 2.4.11]
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11

ISO 16439:2014(E)

3.72
user satisfaction survey
survey administered to a sample of a library’s users to find out how they rate the quality of their library
experiences, and any suggestions for improvement
Note 1 to entry: The survey may be conducted face to face, via handouts, telephone, email, or Internet.

Note 2 to entry: The survey can contain questions about user status, how often and how they normally use the
resources and services the library provides.

Note 3 to entry: In a longitudinal study, the same or a similar survey instrument is administered more than once,
after a suitable interval of time has elapsed, to measure changes in patterns of usage, perceptions, attitudes, etc.

3.73
user training
training programme set up with a specified lesson plan, which aims at specific learning outcomes for the
use of library and other information services

Note 1 to entry: User training can be offered as a tour of the library, as library tuition, or as a web-based service
for users.
Note 2 to entry: The duration of lessons is irrelevant.

[SOURCE: ISO 2789:2013, definition 2.2.37]

3.74
validity
extent to which the results of a research process represent what was intended
[SOURCE: ISO 20252:2006, definition 2.62]

3.75
value
importance that stakeholders (funding institutions, politicians, the public, users, staff) attach to libraries
and which is related to the perception of actual or potential benefit
Note 1 to entry: Monetary value can be included.

3.76
virtual visit
one continuous cycle of user activities on the library website by users from outside the library’s IP
address space (usually from outside the library premises), regardless of the number of pages or elements
viewed

Note 2 to entry: A virtual visitor should at least be identified by a unique cookie and/or by a unique combination
of the user’s IP address and browser string (user agent). Known web spiders and harvesters should be excluded.
Note 3 to entry: Adapted from ISO 2789:2013, definition 2.2.39.

3.77
visit
person (individual) entering the library premises
[SOURCE: ISO 2789:2013, definition 2.2.40]

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Note 1 to entry: A virtual visit typically starts when a user accesses the library website after visiting an external
page, and ends if no activity has been recorded for a defined period of time (recommended maximum is 30 min).
Another access after a longer interval initiates a new visit.


ISO 16439:2014(E)


4 Definition and description of library impact
4.1General
Libraries are generally able to provide at least basic data about the input into their services (funding,
staff, collections, space, equipment) and the output of those services (loans, visits, downloads, reference
transactions, etc.). Such statistics are collected more or less regularly. The definitions and collecting
procedures are described in ISO 2789 (International library statistics).
In addition to quantitative counts, libraries have also developed measures for assessing the quality of
their services and the cost-efficiency of library performance. Such quality indicators or performance
indicators are described in ISO 11620 (Library performance indicators).

In recent years, there has been a growing demand for non-profit organisations to show proof of their
value for individuals, for their parent organisations and for society. For libraries, such value has
traditionally been accepted as self-evident. However, users are becoming increasingly independent in
their information seeking practices, and information seems to be free on the web, so that the benefits
gained from library services are questioned not only by funding institutions but also by the public.

Libraries have responded to this demand and have developed and tested methods for identifying and
proving their benefits to users and society.

4.2 Definition of library impact

In the sense of this International Standard, impact is defined as the influence of libraries and their
services on individuals and/or on society. “Outcome” in the sense of this International Standard is not
synonymous with “impact”, but is defined as effect of the output related to the library’s planning. See the
following terms and definitions which are concerned by this:
— input: contribution of resources in support of a library (e.g. funding, staff, collections, space,
equipment) (3.28);
— process: set of interrelated or interacting activities which transforms inputs into outputs (e.g.
cataloguing, lending, reference service) (3.50);

— output: products of library processes (e.g. titles catalogued, loans, downloads from the electronic
collection, reference questions answered) (3.45);

— outcome: direct, pre-defined effect of the output related to goals and objectives of the library’s
planning (e.g. number of users, user satisfaction levels) (3.44);
— impact: difference or change in an individual or group resulting from the contact with library
services (3.25);
— value: importance that stakeholders (funding institutions, politicians, the public, users, staff)
attach to libraries and which is related to the perception of actual or potential benefit (3.75).

The input is converted into output by means of processes. The output can have direct, pre-defined effects
(outcomes). Output and outcomes can lead to impact and finally to value.

4.3 Aspects of library impact

Generally the impact of a library’s existence and of its services will be seen as positive and a benefit.

There is also the possibility of negative impact: a bad experience during a library visit can result in a
negative attitude to library use.
Aspects of library impact are:

— the impact can be immediate (finding useful information) or long-term (increase in information
literacy);
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13


ISO 16439:2014(E)

— the impact can be far-reaching (changing people’s lives) or limited (e.g. small changes in information
seeking skills);

— the impact can be intended or unintended. Intended impact has been planned by the library according
to its mission and goals. Unintended impact (e.g. visitors experiencing the possibility of social
contacts in the library) can nevertheless further a positive attitude to library use;

— actual benefits for a user differ from the potential benefits, e.g. the preciousness of a library’s
existence for issues such as local culture or children’s literacy. Potential benefits include the value
of cultural heritage collections, which have been preserved by a library, for future generations.
Depending on their previous experience and competences library activities and services can have
different impact on different groups or individuals.

4.4 Effects of library impact
4.4.1General

Impact of libraries can be roughly divided into the following areas:
a) impact on individuals;

b) impact on the library’s institution or community;
c) social impact.

In all three cases, the impact can concern changes in individuals, groups, institutions or society, but can
also generate economic value.
4.4.2 Impact on individuals

Impact on individuals generally means the influence of library contacts and library services on individual
persons, but it can also concern whole groups (e.g. a school class or the population of non-native speakers
in a community).
This influence can have the following effects:
a) changes in skills and competences;

b) changes in attitudes and behaviour;
d) individual well-being.

4.4.2.1 Changes in skills and competences

Changes in users’ skills and competences can concern basic skills such as finding a book in open stacks
or searching in online catalogues or databases. Such skills could be furthered by a single library visit,
e.g. by using an Internet-connected computer workstation in a public library or by attending a training
lesson in online catalogue use. Even in a single library visit, users can discover the value of the library’s
help and training services and can become aware of the library’s remote services that they can use from
their working-place or private home.
Frequent use of library services can result in an increase of information literacy: the competence of
formulating a search query, choosing adequate resources for the search, knowing ways for finding
and procuring desired items, and above all being able to judge whether an information resource, e.g. a
website, is relevant and reliable.
14

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c) higher success in research, study, or career;